Joined: Jan 2007 Gender: Male Posts: 353 Location: Lubbock, TX Karma: 4
Do those who care come off the wrong way... « Thread Started on May 22, 2007, 1:44pm »
Quote:
If you'll please take a look at exhibit A:
I know I've felt like that before... but without the verbalization. I know I've seen a customer (or several) walk in, when I was feeling inspired to make some killer espresso, and then they dash my hopes by ordering a bottomless cup of airpot drip.
I don't believe I've often said anything about it to them, but the feeling is still there, and I can't help but think that somehow, the feeling is illustrated in some way. Maybe in my voice. Maybe in the look on my face. It's difficult to keep passion hidden, I think, and that's really all it is.
The question, then, becomes this. Is the coffee equally as important as the customer? In other words, if a customer comes in and requests that you just destroy an espresso for their drink, what do you do? Do you honor their request, or do you politely decline because of the disrespect it implies towards everyone else down the chain who's touched that coffee before you?
Joined: Jan 2007 Gender: Male Posts: 189 Location: Austin, TX Karma: 1
Re: Do those who care come off the wrong way... « Reply #1 on May 29, 2007, 5:18pm »
I think that it can be very easy to come off the wrong way and I know that it took me some time to learn how to educate customers diplomatically, and is something that I am still learning as a sales person.
what I had to learn was to become passionate about providing a great customer experience, and to 'play dumb' when a request wasn't quite what I would deem respectful. Most of the time customers would not know exactly what they were ordering or why that may not be the best. I would then ask them if I could make it the way I recommend and if they didn't like that I would make it to the best of their request.
Joined: May 2007 Posts: 0 Location: Del Rio, TX Karma: 0
Re: Do those who care come off the wrong way... « Reply #2 on May 30, 2007, 10:47pm »
Hey Jason,
I'm not a pro, but from a consumer's point of view this seems like a good place to start a long professional relationship. Honor the request, but engage the customer in conversation. It gives you an opportunity to invite them back and try one of your lattes or a capp next time. I've found that this works in my home with friends who swing by frequently. I'll start them off with a mocha and a couple of months later they're asking for a straight shot.
Not the same, I know, but if you can ween them off the milkshake stuff they may really appreciate it over time. Now you've got a new regular. -Fred
Joined: Jan 2007 Gender: Male Posts: 189 Location: Austin, TX Karma: 1
Re: Do those who care come off the wrong way... « Reply #4 on May 31, 2007, 10:54pm »
I would agree with that assesment wholeheartedly Jason.
I also think that the more immature the market the more gentle you have to be with people in regards to coffee education.
for me what seemed to work well was continueing to give the customers what they wanted only ensureing it tasted better then what they got anywhere else. Even if that meant making making 20oz Caramel Lattes, with Rosettas only to watch people stir 2 packets of sugar into them. Saying "I only mess up this cool design with my sugar" and I usually responding, "did you enjoy it while it was there?" and getting the response "yeah it's cool... no one else does that"
Joined: Jan 2007 Gender: Male Posts: 102 Location: Austin, TX Karma: 1
Re: Do those who care come off the wrong way... « Reply #5 on Jun 6, 2007, 6:02pm »
Quote:
I also think that the more immature the market the more gentle you have to be with people in regards to coffee education.
Most definately... It's hard communicating to other high-schoolers about quality coffee when a 20 ounce frapaccino from *$ is seen as a fashion accessory for most kids.
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